CHANGE/CANCELLATION/CHECKOUT POLICY

Each Hotel will have its own change/cancellation/check-out policy, Customers need to comply and strictly comply with the Hotel’s change/cancellation/check-out policy. This policy will be specified in the details of the Hotel and in the Customer’s online booking. Customers can only change/cancel/check-out when meeting the conditions specified in the change/cancellation/check-out policy that the hotel has booked.
– In case the Customer does not change/cancel/check-out successfully and does not check-in at the time specified in the online booking, the Customer still has to pay the full room rate for that booking.

MONEY BACK GUARANTEE POLICY

1. REFUND CONDITIONS

– Only applicable to hotels with the words “Money Back Guarantee” on the Hotel’s website.
– Only applicable to successful bookings, successful bookings are counted from the time the Customer receives the check-in slip from the customer service staff via email;
– Complaint information is only resolved and refunded when the Customer calls or sends an email within 24 hours from the time of Customer’s check-in;
– Complaints about additional services of the room only apply to hotel rooms as detailed on the hotel’s website.
– The Customer provides evidence to prove that the Customer’s complaint is true, accurate and well-founded;

2. CASE OF REFUND – The hotel cannot provide the room or provide insufficient number of rooms according to the information in the booking order that the Customer has successfully paid for, the hotel commits to refund the room that the hotel cannot provide or did not provide enough that the customer paid
   – The hotel provides the wrong room class compared to the room class in the booking. If the customer has successfully paid, the customer will be offered a free upgrade to the room class or a coupon valid (if any) equal to with the amount paid by the Customer.
3. PROCEDURES FOR CLAIM SETTLEMENT AND REFUND FOR CUSTOMERS Complaint handling process
   – When the cases mentioned in section 2.2 above arise, please call 09.6538.6538 or email to hotelgaleriedart@gmail.com. The content of the complaint needs to provide the order number. Complaint information will only be resolved by the Hotel when it is called or emailed by the Customer within 24 hours from the time of check-in. The phone hotline is only available during office hours.
   – When receiving a complaint from a Customer, the Hotel has the right to check the authenticity of the complaint request from the Customer. If the Customer fails to provide proof of authenticity or the Hotel has reconfirmed and finds that the Customer’s message is incorrect, the Hotel has the right to refuse to resolve. In the event of a dispute or conflict between the parties involved, the Hotel’s decision is final to resolve the complaint.
   The maximum time to resolve a Customer’s complaint is 3 working days from the date of receipt of the complaint.